Assistant Quality Assurance Manager

Key Responsibilities: · Meeting & exceeding defined KPIs · GB or YB Trained/certified candidate will be preferred · Should be able to create a strong governance model to ensure compliance on QA KRAs · Using smart logic in sampling for audit planning & ensure complete audit coverage · Support peers & focus on QA metrics and operational processes that drive KPI results · Highlight bottom quartile performers & QA outlier management · Coordinate with training and Operations to identify systemic quality-improvement opportunities · Capable to meet ADHOC Client end requirements within specified timeline · Ensure participation in all internal & client call as required · Lead & participate in calibration sessions with Quality/Operations & Client · Team management & staff planning · Coach analyst based on evaluation trends · Conduct performance reviews and team meetings · Report results of evaluations to all stakeholders on weekly & monthly basis · Analysis on contact driver and highlight differ...